Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  No TV at the Tunica property in the rooms, we can get TV at home, heading out tomorrow? I guess getting TV is too hard?

  Business Response

  Date: 08/29/2024

  **********************

  I sincerely apologize for the issue with the TV's on property.  Unfortunately, there was an issue with the service we use that was out of our control. The issue has now been resolved. I do hope you will visit us again soon.

  SIncerely,

  ***************

  Manager of Guest Service

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at this hotel for one night, checked out on Jan 22nd. They had put a hold on my card for $100 for incidentals, which is fine however, it's been 1 week and that money has never been released... they also charged me another $50 for nothing and when I called about that, they apologized and said they would take it off... never letting me know why it was put on in the first place. Both of these charges are STILL on my card. I had even stayed at another hotel owned by the same company the next day and their incidental charge was only $50 and was released within hours of checking out of the hotel. But for some reason, horseshoe tunica will not release my money. $150 of my money is being held hostage and I need that money. I also left a wireless computer keyboard in my room and they claim they didn't find it... which makes no sense considering that the next people who would have gone into that room would have been housekeeping. They acted like they didn't even care that my keyboard had seemingly vanished. So all in all, they owe me $200! $100 for incidentals (to which I had none because all we did was sleep and check out, we didn't dirty much or steal anything), $50 from their unknown charge and my $50 keyboard. I understand there were resort fees that would come out of the incidentals so minus those which were like $18 and change. The hotel was hot, dirty and we had to walk almost a mile to get to our room. The front desk people were rude and all I want is my rightfully owed money. I have bills to pay and can't have my money tied up in their BS. And when I call them, they can't give me any answers and I usually get some foreigner who doesn't even work at the hotel, and I can't even understand them... and I'm told my bank is the problem which is a lie because like I said, a say later we stayed at another Caesars owned establishment and their incidentals charge hold came off our card within hours of checking out so its not my bank that's the problem here.

  Business Response

  Date: 02/15/2024

  All guest charges were released on 1.24.24 by Horseshoe. You were only charged $18.09 for a resort fee, We have no record of anything being found in the room. There are safes available in all rooms and it is the guests' responsibility to put valuables in safe.  We are not responsible for any items that are left in the room and we have no record of anything being turned in from this room. I sincerely apologize for the inconvenience and hassle you experienced. If you wish to speak to me directly you can call me at ************.

  Thanks

  ***************

  Manager of Guest Service

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21229358
  
  I am rejecting this response because
  If the funds would have been released, as you claim,  we would see the resort fee charge deducted from our bank on our end and the hold would automatically have been released on the remaining funds at that time would be plused back in. That has not happened. 

  As far as my keyboard... using deductibe reasoning, i can only assume that since the next people to come into that room was housekeeping... obviously you have a theft issue. And why would i have put a keyboard in the safe when it was left in the room when we checked out. That makes no sense. 

  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stayed the night of January 13th. Got to our room at around 4:45. Called staff immediately because the ** remote wouldn't even work. Staff came on our room all three times because that's how many remotes they couldn't even put new batteries in. Keep in mind this is a casino motel so I'm nervous having this many people come in and it's a bit concerning. At 4 am I wake up in a panic attack because the rooms heater went into freeze protect even though it was turned off because they don't maintain room ac units. I had to unplug the unit because me and my wife were suffocating. In the morning me and my wife get showers and quickly realized that the hot water has to be 160 degrees plus because I received ************** from testing water temp. We tried to complain as we checked out but was told that we should of just called the desk. I'm concerned this motel wants to lack maintenance in order to go into people's rooms all night. I would also like to mention they treat Caucasians differently than African Americans because I watched the greeter outside of the elevator hallway and whites .....well they didn't get the smile and how was your stay.

  Business Response

  Date: 02/02/2024

  Hi *******

  I will need some more information from you as we do not show any hotel stays for you.  If the room was in another name then I will need that information to research your complaint.

  Thanks

  ***************

  Manager of Guest Service

  Horseshoe Tunica

• Initial Complaint

  Date:09/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel for my birthday at Horseshoe casino tunica online. My understanding was I booked it for 2 days Monday 08/28/2023 - Wednesday 08/30/2023. Upon checking in I was told the reservation was for one night and my check out was Tuesday 08/29/2023 at 11am. I was told to talk to the casino host to get my dates resolved. I only asked for the 2 nights I thought I had reserved, but was given 3 nights. I did not stay that 3rd night only the 2 I originally planned for. I was still charged a mandatory resort fee for the 3rd day (Wednesday night/ Thursday morning) because everyone Ive talked to or emailed wont look into any further then what the computer says. Upon checking out on Wednesday 08/30/2023 around 10:45/50am I WAS NOT given any type of receipt nor bill of my stay. The front desk clerk who checked me in AND out just said you good as I stood there waiting for a receipt/invoice/bill. I would have disputed this as soon as I saw it right then.I, ******************************** checked in around 3pm Monday afternoon on 08/28/2023 and checked out around 10:45/50am Wednesday morning 08/30/2023. After calling Horseshoe tunica billing department I was told the room key card was used Thursday 08/31/2023 which could NOT have been me! Besides me providing proof of my timeline leaving Horseshoe tunica with the Wendys receipt at 10:57am and my haircut receipt back in ******* ** that afternoon on Wednesday 08/30/2023 I also work overnight and can prove with my timecard and security footage from my job I COULD NOT have been at Horseshoe tunica casino and the hotel NONE that Wednesday night 08/30/2023 until Thursday morning 08/31/2023. I believe something fraudulent is happening to me and would like Horseshoe tunica to review the security footage of me arriving and also leaving. I was in room 710 and have a brown backpack on. I would like a refund of my $18.69 immediately.

  Business Response

  Date: 09/11/2023

  Hi *******

  I am so sorry to hear about your issue you had while visiting us at Horseshoe Casino.  I have spoken to the Director of the Hotel and she has refunded the extra resort fee for the 30th.  We sincerely apologize and hope you will visit us again soon.

  Sincerely

  ***************

  Manager of Guest Service

  Customer Answer

  Date: 09/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *****************************

  PO BOX ******

  *******, ** 38175

  
  

• Initial Complaint

  Date:09/09/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The hotel room was a health hazard. There was ***** matter on the walls, blood on the shower curtain, bathroom had not been mopped, long black hairs on the floor, tub hole was taped with brown tape, furniture had stains/burn marks, and everything had black filth all over. The tv didnt work. We were promised certain amenities, but upon arrival were told they were all closed due to Covid. The amenities were emailed every day for a week up until our trip. Nothing was stated about *****. I called the front desk and the lady raised her voice that I didnt contact them earlier. When we entered the room I just assumed since it was a luxury suite that we could put our bags down and leave for the night. The sanitation of the room was a sanitation concern and they refused to clean the room due to Covid protocols. I understand, but the room was never cleaned and advertised as newly renovated. The supervisor offered us another room, but our trip was already over. I wouldnt allow my dog in this room,

  Business Response

  Date: 09/13/2022

  *************

  I have researched your complaint and have found that you did not report any issues with your room until after you had been here for over 24 hours.  When you did report it to the front desk we immediately offered to move you several times however you did not want to be moved.  We do not offer housekeeping during stay overs at this time so that is why we offered to move you.  You declined and stayed in the room for another day.  We inspected the room and did not find any of the issues you stated.  As for amenities I am not sure what you consider to be amenities however, our pool is open weather permitting.  The fitness center is open 24/7 and the Spa is open on Friday, Saturday and Sunday.  We do not have any record of emails being sent to you regarding amenities.  I sincerely apologize that you were not happy with your room but we feel we did everything we could to fix it for you once it was brought to our attention. If you would like to come stay again I would be more than happy to offer you a two night complimentary visit.

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 18006609
  
  I am rejecting this response because:
  I took pictures of ALL the issues with the room. That cannot be disputed. It is a casino. We came in, put our bags down and went to ******. When I called the front desk the lady raised her voice at me. I had to ask her to calm down. I was so angry I didnt want to deal with anyone else. The amenities were listed on the email screenshot that I also attached. The amenities were room food delivery, a tv working in your room, and everything advertised in the email I took a picture of and attached. This response is SO unprofessional and absolutely absurd. This establishment should not even advertise as newly renovated. The staff at the front desk is so unprofessional with the exception of the supervisor. I remember being so angry at the way I was treated previously I just wanted to leave. It needs to state hiring professional employees and building about to be condemned. 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I are frequent visitors to Horseshoe Tunica and often receive room offers. We received a promotion invitation recently that requires us to be there on Friday or Saturday to participate later this month. We checked our room offers and it gave both her and myself four different offers for free rooms for any Sunday through Thursday in the month of June. We decided to travel over there on Wednesday night and leave after the promotion on Friday. We both checked and made sure we could be off work on those days and planed to have our pets cared for. When I checked for rooms with my offer code, it said that those rooms were not available on those days and we would have to pay a couple of hundred dollars to stay on those nights. Someone told me they only have a few promotional rooms to give out and they had all been taken. A friend who always travels wit us is a 'go big or go home' type of player and gambles at much higher stakes than do my wife and I and is at a higher tier level than us. When I checked for rooms for him, the offer was good. I feel the casino is being very dishonest in not listing the number of rooms available and the number of offers they had mailed out. We only received the promo notification this week, why did they not let us know there was no rooms available for 'low rollers'?

  Business Response

  Date: 06/14/2022

  All offers include disclaimers which state that the offers are based on availability and are subject to change without notice.  Every day the number of rooms available for each offer *** change due to availability of hotel rooms   We are not required to disclose that information and are not able to do so due to the changes in availability that happen at our hotel on a daily basis.